Response 774430926

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Introduction

2. Do you give consent for your submission to be published in whole or in part?

Please select one item
(Required)
Ticked Yes
No

Details about you

3. Are you answering on behalf of an organisation?

Please select one item
Yes
Ticked No

4. Where do you live or where is your organisation based?

Please select one item
NSW
Vic
Qld
WA
Ticked SA
Tas
ACT
NT
City/Town
riverland

More details about you

8. What role best describes you?

Please select one item
Aged care consumer
Family and/or carer for an aged care consumer
Ticked Aged care worker/professional
Aged care advocate
Clinician/geriatrician
Health worker/professional
Other

9. Do you identify with any of the following special needs groups? Please select all that apply.

Please select all that apply
People from Aboriginal and/or Torres Strait Islander communities
People from culturally and linguistically diverse backgrounds
Ticked People who live in rural or remote areas
People who are financially or socially disadvantaged
Veterans
People who are homeless, or at risk of becoming homeless
Care-leavers
Parents separated from their children by forced adoption or removal
Lesbian, gay, bisexual, transgender and intersex people

Questions about accreditation and monitoring compliance of residential aged care services

11. Do you think that processes to accredit and monitor residential aged care services are effective?

Accreditation process
Please select one item
Yes, always Yes, mostly Yes, sometimes Ticked No Don’t know
Monitoring process
Please select one item
Yes, always Yes, mostly Yes, sometimes Ticked No Don’t know

12. Do you think processes to review and investigate non-compliance with the accreditation standards are effective?

Please select one item
Yes, always
Yes, mostly
Yes, sometimes
Ticked No
Don’t know

13. Are you aware that sanctions can be imposed on residential aged care services when they fail to comply with the accreditation standards?

Please select one item
Ticked Yes
No

14. Do you think these sanctions are effective?

Please select one item
Yes, always
Yes, mostly
Ticked Yes, sometimes
No
Don’t know

15. What features of the existing assessment and monitoring process should be retained?

Retain assessment & monitoring processes
readjust the whole process to reflect the real world and what really goes on under the current regulatory processes

16. What features of the existing assessment and monitoring process should be changed?

Change assessment & monitoring
Stop alerting facilities and organisations that they are being audited. Too much time to cook the books, staff and consumers

Questions about complaints

17. Have you made a complaint about a residential aged care service in the last 10 years?

Please select one item
Ticked Yes
No

Details on your complaint

18. In what year did you make your complaint? Please specify the year or 'Don't remember'

Year of complaint
2012

19. Who did you make the complaint to?

Please select all that apply
Ticked Aged care staff
Ticked Management
Commonwealth department
State/territory department
Elected official
Ticked Aged Care Complaints Commissioner
Ticked State or territory health complaints entity
Police
Other

20. Did you experience difficulty finding information about:

Who to direct complaints to
Please select one item
Yes Ticked No
The complaints handling process
Please select one item
Ticked Yes No

21. Where did you go to find information about making a complaint?

Please select all that apply
Residential aged care service
My Aged Care website
Ticked Aged Care Complaints Commissioner
Commonwealth Ombudsman
Other

22. How satisfactorily was the complaint addressed in terms of the following:

Time taken to resolve
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
Clarity of process
Please select one item
Completely satisfactory Mostly satisfactory Ticked Unsatisfactory
Personnel handling the complaint
Please select one item
Completely satisfactory Mostly satisfactory Ticked Unsatisfactory
Clarity of communication
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
You are welcome to provide further details on your response
I contacted the Aged care complaints number to report and aged care facility that refused to supply gloves, paper towel and other PPE. As a staffing coordinator sending agency staff into this facility, I found this situation to be putting my staff at risk. The person I spoke to stated that using gloves was at the discretion of the staff member and effective handwashing would ultimately be more effective than the use of gloves, case dismissed!

23. Describe the complaint and how it was handled.

Description of complaint handling
Poorly, see above

24. How could your complaint have been better handled?

Suggestions for improvement
Taken seriously and some form of caution issued to facility

Additional comments

27. Do you have anything else that you would like to contribute to the Review?

Additional comments
Make it fair and impartial. There are way too many entrenched abusers in authorative positions and more transparency could possibly lead to more abusers being held accountable for their poor ethical work performance